Contents
Chapter 1: Service Management as a Practice
Best-Practice Approaches and ITIL
Services, Customers, and Stakeholders
Understanding the Concepts of Service Management and IT Service Management
Understanding Processes and Functions
Introducing the Service Lifecycle
Chapter 2: Understanding Service Strategy
Understanding the Service Strategy Stage
Understanding Key Concepts of Service Strategy
Chapter 3: Service Strategy Processes
Understanding Service Portfolio Management
Understanding the Financial Management Process
Understanding the Business Relationship Management Process
Chapter 4: Understanding Service Design
Understanding the Purpose, Objectives, and Scope for Service Design
Four Key Elements of Service Design
Five Major Aspects of Service Design
Chapter 5: Service Level Management: Aligning IT with Business Requirements
The Purpose, Objectives, and Scope of Service Level Management
Capturing Service Level Requirements
Understanding the Service Level Agreement
Monitoring and Improving Service Delivery
Interfacing with Other Service Management Processes
Chapter 6: The Other Service Design Processes
Information Security Management
IT Service Continuity Management
Chapter 7: Service Design Roles
Roles and Responsibilities in Service Management
Designing Roles Using the RACI Model
Chapter 8: Understanding Service Transition and the Change Management Processes
Understanding Service Transition
Introduction to the Change Management Process
Chapter 9: Service Transition Processes
Transition Planning and Support
Service Asset and Configuration Management
Release and Deployment Management
Chapter 10: Delivering the Service: The Service Operation Lifecycle Stage
Understanding the Purpose, Objectives, and Scope of Service Operation
Organizing for Service Operations
Chapter 11: The Major Service Operation Processes
Incidents and Problems: Two Key Service Management Concepts
Chapter 12: The Other Service Operation Processes
Chapter 13: Understanding Continual Service Improvement
Achieving Continual Service Improvement
The Seven-Step Improvement Process
Appendix A: Answers to Review Questions
Appendix B: Sample Foundation Examinations